JIRA as Support Platform

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Atlassian User Group Netherlands

A tale about two JIRA's and a Support Platform Given by Tony from Atlassian at the NLAUG meetup of Feb 2012

as a Support Platform

Tony Atkins <aatkins@atlassian.com>
NL AUG, 09/02/2012

Helpdesk Needs

• Manage communication
• Keep track of what requires action
• Provide reports

Communication (Good)
• Incoming • Outgoing

• Web Interface • Web

• Email • Email

• Jabber (plugin)

Communication (Bad)
• Format of outgoing emails
needs work (stay tuned)

• Email conﬁguration and
administration of email needs
work

• Administration of notiﬁcations
needs work

What requires action?
• Statuses for each actor • Filters

• Incoming • Incoming issues waiting for
engineers
• Waiting for Customer
• Personal issues
• Waiting for Engineer
• Assigned issues in trouble
• Escalations, etc.

• Conditional transitions

SLAs
• Problem • Solutions

• No built-in concept of an • Filters and Notiﬁcations
SLA
• Custom Fields
• Difﬁcult to visualize “time to
SLA” for a range of issues • SQL reports

• Custom gadgets

Ranking
• Problem • Solutions

• Can only order by one or • Custom ﬁelds
more ﬁelds
• Custom gadgets
• No complex weighting and
ordering

• Same order for all users

Friendly Fire
• Problem • Solutions

• JIRA can’t assign to a group • “Who’s Looking” plugin:
http://bit.ly/zY2R6m
• No real “locking” of issues
• Dedicated Dispatcher or
• Easy to assign issues out Triager
from under each other

Reporting
• Real-time

• User-created

• Shareable

• Graphs and Charts

Reporting Challenges
• Problem • Solutions

• Source data is a list of issues • SQL reports
(not users or groups)
• Custom gadgets
• Limited ability to group data

• Limited time tracking

No Code Required Major Coding Required

Custom Workﬂows Javascript + Custom Fields

Built-in Custom ﬁelds Custom2 Fields

JIRA Toolkit plugin Jelly (for auto-transitions)

Built-in mail handlers Custom mail handlers

Some Code Required “Hercules” log scanner

SQL reports Jabber plugin

Beanshell reports Wallboard plugin

Wallboard Plugin
• Started with SQL reports in
Conﬂuence

• Transitioned to Beanshell
(some Java) and SQL, still in
Conﬂuence

• Transitioned to a portlet that
uses SQL on the back end

• In the process of transitioning
to a gadget backed by custom
ﬁelds and REST.

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JIRA as Support Platform

1. as a Support Platform Tony Atkins <aatkins@atlassian.com> NL AUG, 09/02/2012

2. Helpdesk Needs • Manage communication • Keep track of what requires action • Provide reports

3. A Tale of Two JIRAs

4. Communication (Good) • Incoming • Outgoing • Web Interface • Web • Email • Email • Jabber (plugin)

5. Communication (Bad) • Format of outgoing emails needs work (stay tuned) • Email conﬁguration and administration of email needs work • Administration of notiﬁcations needs work

6. What requires action? • Statuses for each actor • Filters • Incoming • Incoming issues waiting for engineers • Waiting for Customer • Personal issues • Waiting for Engineer • Assigned issues in trouble • Escalations, etc. • Conditional transitions

7. SLAs • Problem • Solutions • No built-in concept of an • Filters and Notiﬁcations SLA • Custom Fields • Difﬁcult to visualize “time to SLA” for a range of issues • SQL reports • Custom gadgets

8. Ranking • Problem • Solutions • Can only order by one or • Custom ﬁelds more ﬁelds • Custom gadgets • No complex weighting and ordering • Same order for all users

9. Friendly Fire • Problem • Solutions • JIRA can’t assign to a group • “Who’s Looking” plugin: http://bit.ly/zY2R6m • No real “locking” of issues • Dedicated Dispatcher or • Easy to assign issues out Triager from under each other

10. Reporting • Real-time • User-created • Shareable • Graphs and Charts

11. Reporting Challenges • Problem • Solutions • Source data is a list of issues • SQL reports (not users or groups) • Custom gadgets • Limited ability to group data • Limited time tracking

12.

13. No Code Required Major Coding Required Custom Workﬂows Javascript + Custom Fields Built-in Custom ﬁelds Custom2 Fields JIRA Toolkit plugin Jelly (for auto-transitions) Built-in mail handlers Custom mail handlers Some Code Required “Hercules” log scanner SQL reports Jabber plugin Beanshell reports Wallboard plugin

14. Wallboard Plugin

15. Wallboard Plugin • Started with SQL reports in Confluence • Transitioned to Beanshell (some Java) and SQL, still in Confluence • Transitioned to a portlet that uses SQL on the back end • In the process of transitioning to a gadget backed by custom fields and REST.

16. Questions?

17. Thanks for your time!

JIRA as Support Platform

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